HOPE System Guide During the Day 11/22/94 Page 56

Service, Adjustments and Refunds

Choices on the Services/Order Changes menu are shown below. These choices may be either by pressing A from the main sales menu (for Adjustment/Repair), or by highlighting either the Services/Order Change, or the Adjustment/Repair line on the Sales Pull Down Menu (using the arrow keys or mouse) and pressing Enter.

All changes to existing orders are made on an "on-screen form. First the original order is recalled by entering its transaction number. This number is the correct order number or invoice number as given by a customers sales slip, or as determined from a customer look-up. A copy of the order will be presented in a scrollable frame on the computer screen.

The next step is to actually make the change, using a simple word processing text editor, much like the DOS editor. Simply delete or type over and replace the text which needs to be changed. Then, since structured data is involved, any changes which affect amounts or items need to be made in the specific "fields" on the screen where the data was originally entered. If a price or total needs to be changed, a cash register portion (as in a stock sale) will appear, so that any adjustment in payments and tax required can be entered.

If the change is to a completely different product on an open order, it is best to enter a cancellation. The correct product can then be handled as a new order. In this way, the proper information can be sent to the vendor on the most timely basis.

Order cancellations, customer returns, warranty work and customer requested repairs can be initiated by finding the original order using either of the available lookups - Customer Name or Order Number. If the order is not found, a list of all special orders will appear, and the correct original selected from the list. On a customer request repair or upgrade, the customer information may be entered, or retrieved (F8) if the customer has been in previously. The required actions can then be selected and described.

Repair Orders

HOPE has a complete process to enter, track and complete service orders for repairs and upgrades. The service and repair procedure described below parallels the procedure for an original order, which it resembles in many ways. Needed actions and parts are described. A record is made which can be recalled by a technician as he or she works.